IT Service Provider Commercial Advisory Services

The UpperEdge team was ‘on the beam’ with advice, formats, timeliness, and being able to talk through our agreement. In the end, we got a perfectly orchestrated result. UpperEdge knew exactly what to interpret, what to ask, and what not to ask. That’s a real skill.
Jeffrey Uchida, Director, Infrastructure, Mastronardi Produce Limited
IT Sourcing Services Model

Unbiased Support for All Your Sourcing and Negotiation Needs 

IT Services is a highly competitive human capital business where fit and commitment are the main drivers of success. Accurate and current market intelligence helps ensure a provider’s fit aligns with market-competitive terms and pricing. Whether you are looking to optimize your existing IT service provider relationship or negotiate a best-in-class services agreement with a systems integrator, AMS provider, I&O or cloud managed services provider, we have what it takes to enable your success.

Empowered by a proven set of service-specific methodologies and proprietary tools, our dedicated team of IT commercial advisory experts is well-positioned to support your team from development of your integrated sourcing strategy through execution of your provider evaluation, selection, and negotiation process.
 

System Implementation Services

The most critical element of any transformation is the people who make up your team which will most likely be comprised of many partners, including a systems integrator. We understand that development and execution of an effective system implementation partner evaluation, selection, and negotiation strategy will materially impact the outcome of your transformation and may even alter your services provider landscape.

Our team of advisors is comprised of former transformation program executives and strategic sourcing leaders that understand the journey your organization is embarking on. We assess all aspects of IT system integrator proposals on an apples-to-apples basis, closing material gaps in scope, assumptions, and resource loading. Our toolset also provides you with a quantitative assessment of financial risk associated with each provider's proposal in comparison to each other and to the market. We provide the market intelligence required to negotiate pricing, financial structures, master agreement terms and statements of work.

We Have Answers

  • Are we setting the right expectations for the Board of Directors?
  • Do we have a sourcing strategy that will support our decision process and timeline?
  • What is the risk profile of each implementation partner proposal?
  • Do we have the right risk mitigation strategy to balance our risk?
  • Does our team have the capability to develop and execute our plan?
  • What actions must we take to mitigate our project and financial risk?

What We Provide

  • Sourcing, evaluation, selection, negotiation and contracting plan
  • System implementation RFP and estimate worksheet
  • Detailed proposal gap readout
  • Comparative analysis of your top suppliers
  • End-to-end commercial and contract negotiation support

Our SI Tools

  • RFP Template and Estimate Worksheet
  • PRIZM – Proprietary Comparative Assessment Tool
  • APEX – Proprietary Estimate Analyzer and Risk Modeler
  • Supplier Intelligence Portal (SIP) Rate Analyzer
  • SOW Project Responsibility Matrix
  • Consulting Rates Database
  • Contract Terms Database

Application Management and Support Services

An essential part of any IT transformation is the establishment of an operational and sourcing strategy that simultaneously supports the existing and newly developed environments. Organizations have an opportunity to leverage the inflection point of an IT transformation to reevaluate their application management and support model. This reevaluation is typically viewed in the context of the overall IT application support landscape where project implementation impacts and certain interdependencies require thoughtful consideration during the implementation phase. We collaborate with our clients to formulate an integrated sourcing strategy and effectively execute the provider evaluation, selection, and negotiation process.

We Have Answers

  • Will the selected SI provide interim AMS support?
  • Which AMS providers should we consider?
  • When is the optimal time to go out to RFP?
  • Should we issue an integrated AMS and Hosting RFP?

What We Provide

  • Holistic view of the market and your sourcing options
  • Integrated sourcing and vendor evaluation strategy
  • Methods and tools required to appropriately evaluate and select your solution
  • Comprehensive and highly customized negotiation advisory support

Our AMS Tools

  • Rate and Resource Unit Pricing Database
  • ARC/RRC and Deadband Tool
  • Productivity Assessment Tool
  • Service Level Agreement Database
  • Contract and Commercial Terms Database

Infrastructure Management Services

As infrastructures age and hardware nears end of life, organizations are reassessing their infrastructure sourcing and support strategies.  With the commoditization of infrastructure hardware and mainstream penetration of infrastructure outsourcing providers, organizations have an opportunity to reevaluate their infrastructure management and support model.  We collaborate with our clients to formulate an integrated infrastructure sourcing strategy and effectively execute the vendor evaluation, selection, and negotiation process.

Help Desk

Infrastructure help desk L1, L1.5, and L2 support of company infrastructure incident and request-based tickets.

End-User Services

Support either remotely or via desktop touch of end-user devices, software updates, install, provisioning/de-provisioning, etc.

Hosting

Management of mainframe(s), servers, storage, back-ups of prod, test and DR environment(s) inclusive of monitoring, upgrades, maintenance, etc.

Network

Monitoring and managing WAN and LAN devices including upgrades, maintenance, patch support, provisioning/de-provisioning, etc.

Security

Support of firewalls, intrusion detection, threat monitoring, patching, upgrades, policy administrations, etc.

We Have Answers

  • Which I&O providers should we consider?
  • What resource unit metrics should we consider for each tower when we go to market?
  • When is the optimal time to go out to RFP?

What We Provide

  • A clear, objective, and unbiased view of provider market competitiveness
  • Integrated sourcing and provider evaluation strategy
  • Methods and tools required to appropriately evaluate all towers and select your solution
  • Comprehensive and highly customized negotiation advisory support

Our I&O Tools

  • Rates Database
  • Resource Unit Pricing Databases by tower of service
  • ARC/RRC and Deadband Tool
  • Productivity Assessment Tool
  • Service Level Agreement Databases by tower of service
  • Contract and Commercial Terms Database

Cloud Management Services

As relationships are established with cloud-based hyperscalers like AWS, Google, and Microsoft’s Azure, companies are looking to secure IT service providers to migrate and support their cloud-based platforms. We collaborate with our clients to formulate an integrated cloud support sourcing strategy and effectively execute the provider evaluation, selection and negotiation process.

We Have Answers

  • Which cloud providers should we consider?
  • When is the optimal time to go out to RFP?
  • What level of control will I have of service levels?
  • What level of transparency, predictability, and productivity can I expect?

What We Provide

  • Holistic view of the market and your sourcing options
  • Integrated sourcing and vendor evaluation strategy
  • Methods and tools required to appropriately evaluate and select your solution
  • Comprehensive and highly customized negotiation advisory support

Our Cloud Tools

  • Rate and Resource Unit Pricing Database
  • ARC/RRC and Deadband Tool
  • Productivity Assessment Tool
  • Service Level Agreement Database
  • Contract and Commercial Terms Database

Want an IT Services Negotiation
Expert on Your Side?

Let us know your situation by contacting us at 617-412-4323 or sending an email to info@upperedge.com. If you would prefer to be contacted, please provide the following information so we can better serve and support your inquiry.